Visionary
Translating research into patient care
Patient Feedback
Patient feedback provides a valuable insight into what services are like for patients. With this knowledge Airedale NHS Foundation Trust is able to focus on which services require improvement. There are various ways such feedback can be gathered, such as the feedback form on this website, the national survey programme, the real-time survey, audits, comment boxes, Patient, Advice and Liaison Service (PALS) and complaints
In addition, reliable evidence can be gathered by using a range of techniques such as focus groups, patient panels, mystery shopping, patient diaries and one to one interviews.
National Patient Survey Programme
The Department of Health has initiated a national patient survey programme across the country, which is carried out by all NHS Trusts. The purpose of these surveys is to listen to what patients feel about the services provided by hospitals and take steps to make improvements wherever problems are identified. The Airedale NHS Foundation Trust surveys are carried out by a company called ‘Quality Health’. The Quality Health results (management report) and the report from the Care Quality Commission (CQC) which takes into account the results from all provider Trusts across the country, can be viewed by clicking on the links below.
2008 A&E Survey
2008 Inpatient Survey
Management Report (Quality Health)
CQC full report
2009 Inpatient Survey
Management Report (Quality Health)
Comments of those surveyed
CQC full report
2009 Outpatient Survey
Management Report (Quality Health)
Comments of those surveyed
CQC full report
Real Time Inpatient Survey
In addition to the national survey programme, Airedale NHS Foundation Trust is collecting ‘real time’ feedback from patients about their experience. Currently, all medical and surgical wards take part in the survey. Volunteers visit the wards each week day and sit with those patients who are due to be discharged. Volunteers are used rather than hospital staff to avoid bias and fear of discrimination. The patients are asked to complete a questionnaire directly onto a tablet computer with the assistance of the volunteers if this is needed. The questionnaire is anonymous and patients will not be identified.
The data is downloaded as soon as the questionnaires have been completed and the information is then instantly available to all staff. A number of measures have been introduced to ensure the survey findings are acted upon and so there is real time improvement at the point of care. Some examples are as follows:
- The senior sisters/charge nurses on the medical/surgical floors monitor the findings of the real time survey in their quality standards check list, which is checked and recorded twice weekly - at ward level - as a matter of routine. Evidence of any actions undertaken is also documented. Matrons do spot checks of their ‘patch’ using the quality standards check list.
- The survey results are discussed at the operational sisters meetings chaired by the matrons for surgery and medicine.
If you are interested in becoming one of the volunteers who visits the wards and assists patients to carry out this survey, please contact Mr Gurmit Jauhal, Voluntary Services Manager. His contact details are: -
Telephone: 01535 295316
E mail: gurmit.jauhal@anhst.nhs.uk